Technical Support Engineer at Ascentech Services Limited

Job Summary:

• We are seeking a Technical Support Engineer to provide first-line technical assistance to walk-in customers at our shops. The ideal candidate will assist with device setup, troubleshooting, repairs, and technical inquiries, ensuring a seamless customer experience.

Key Responsibilities:

• Serve as the first point of contact, providing technical support to walk-in customers.
• Assist customers with after-sales device setup, installation, and configuration for new subscriptions.
• Create a positive customer experience by offering prompt and effective assistance.
• Guide customers on hardware and software applications as needed.
• Perform diagnostics, troubleshooting, repairs, and upgrades on all Spectranet access devices.
• Coordinate with the Device & Terminals Unit for hardware-related issues and replacement cases.
• Maintain help desk records, document resolutions, and track defective devices at the shop.
• Identify areas for improvement and provide recommendations to the Territory Sales Manager.

Required Skills & Competencies:

• Strong understanding of WiFi, WiMAX, LTE, TCP/IP, WLAN, Ethernet, LAN, WAN technologies.
• Hands-on experience with device and network-level troubleshooting.
• Proficiency in operating systems and software applications.
• Strong analytical and problem-solving skills.
• Customer-focused with excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.

Preferred Qualifications & Experience:

• HND / Bachelor's / Postgraduate Degree in Electrical, Electronics, Computer Science, Communication, or Information Technology.
• 2 years of experience in a similar technical support/customer-facing role.
• Previous experience in the telecommunications or IT industry is a plus.